Technical Support Specialist II - Durham, United States - JAGGAER

JAGGAER Durham, United States

2 weeks ago

Description

Overview

ABOUT JAGGAER:

JAGGAER is a proven industry leader of comprehensive sourcing & procurement solutions. Our SaaS-based, source-to-settle solution provides unparalleled visibility, insights, and recommendations to procurement leaders and suppliers. The result is a fluid supply chain driven by robust spend analysis, comprehensive contract management, and efficient accounts payable solutions.

What We're Looking For:

As a Technical Support Specialist Level 2, you are responsible for second- level technical support for assigned JAGGAER product lines. Support Specialists maintain close relationships with key client contacts and use their technical skills to resolve application issues. You play a crucial role in recommending new configurations to assist customers in achieving their organizational goals. Support Specialists work closely with members of the Customer Success Managers, Professional Services, and Development team to remediate reported client issues in a timely and professional manner. The position requires excellent oral and written communication skills and exceptional analytical skills.

Principal Responsibilities

ROLE RESPONSIBILITIES:· Perform technical troubleshooting and data analysis to identify the root causes of software problems reported through the support portal web cases and telephone calls. Assist customers in resolving the issue within the target service level agreement by providing solutions or action plans.· Analyze technical configurations, integrations, data migrations and technical installations for client systems to perform in-depth technical troubleshooting, testing, and recommend solutions.· Analyze and document requirements and rules, enhancements, or changes.· Document internal and external correspondence for incident resolution including trouble shooting steps, solutions or action plans, and best practices identified by resolving the customer issue.· Develop and maintain proficiency in the JAGGAER software solutions, solution methodologies, and core technologies.· Develop good habits for managing case loads, keeping cases and clients up to date and closing cases on a regular basis.· Participate in internal meetings such as implementation transition meetings for new customers and sprint reviews and report back to Support Team.

Position Requirements

What you will bring:

Associate or bachelor's degree
3 years of experience working with software applications - Software-as-a-Service web-based environment preferred.
Thrive in a front line, direct customer contact role communicating via phone, email, online meeting, desktop sharing, and video conferencing software and other channels, such as chat and social media, that may develop over time.
Microsoft Excel and PC/web browser troubleshooting expertise required.
Understanding of database concepts, for example, general SQL query constructs.
com, XML and/or Splunk experience preferred.
Ability to learn complex software – committed to being a lifelong learner.
Ability to create, follow and execute documented procedures – create knowledgebase articles/content.
Ability to work on multiple projects under tight time constraints – multitasking is an essential element of this role.
Excellent analytical and problem-solving skills.
Ability to work independently and be a great teammate.
Workflow process development is desirable.
Must be able to communicate technical solutions to customers, production support, development, and management.
Participate in a Global Team staffed 24/5 with on call requirements. Support Staff in our Morrisville Headquarters are responsible for assisting customers during designated assigned shifts primarily during US business hours.
Strong communication, presentation, documentation, and problem-solving skills.

What we offer:

We strive to support our employees & their families. Your health & well-being are essential. JAGGAER offers a variety of programs to help you manage your overall wellness and be your best self. At JAGGAER, you'll find great medical plans, adoption benefits, wellness reimbursement, generous parental leave, 401(k) match, a flexible work environment, no limit on vacation days for exempt employees, and much more

Our Values:

Our values are at the core of who we are at JAGGAER. You will see these values entrenched in how we support our customers, work with team members, build our products, and in the culture we've created.

Be Collaborative: Foster a culture of mutual respect, working effectively and productively with others, and sharing responsibility for team success.

Be Accountable: Take ownership, learn from challenges, be proactive, and rise above one's circumstances to achieve the result.

Be Adaptable: Embrace change, encourage innovation, and remain effective when experiencing major change.

EEO:

JAGGAER is a proud equal opportunity/affirmative action employer supporting workforce diversity. We do not discriminate based upon race, ethnicity, ancestry, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), marital status, caregiver status, sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, genetic information, military, or veteran status, mental or physical disability, or other applicable legally protected characteristics.

Accessibility:

JAGGAER is committed to providing access and reasonable accommodation to applicants. If you are a qualified individual with a disability or a disabled veteran and you think you may require an accommodation for any part of the recruitment process, please send a request to: All requests for accommodations are treated discreetly and confidentially, as practical and permitted by law.

Pay Transparency Nondiscrimination Provision )

Know Your Rights: Workplace Discrimination is Illegal )

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